Defining Siebel Communications Server Configuration Data

This topic describes in general terms how to define or modify Siebel Communications Server configuration data. Do this when all modules have been installed and the server components have been configured. You can perform many of the steps in a different sequence than that shown here. For more information about communications configurations, see Siebel CTI Administration Guide. For detailed procedures for working with communications configuration data, see the applicable topics in Configuring Siebel CTI.

Note: When you have finished specifying the communications configuration data, you must exit and restart the Siebel application for the settings to take effect. After Siebel Communications Server has been deployed, any end users who are currently connected must also exit and restart the application for the new or modified configuration data to take effect.

This task is a step in Process of Configuring Siebel CTI.

To define Siebel Communications Server configuration data

  1. Start the Siebel application, such as Siebel Call Center, logging in as the system administrator (for example, as the user SADMIN).

  2. Navigate to the Administration - Communications screen.

    For information about the views in this screen for communications administration, where you perform most of the tasks identified here, see Siebel CTI Administration Guide.

  3. Configure communications drivers and profiles. As applicable, associate profiles with communications configurations that you have already created:

    1. For each communications driver that you are using, specify default parameter values.

    2. For each communications driver that you are using, create profiles. As appropriate, specify parameter values to override the driver parameters.

    3. If you are not using communications configurations, then skip to Step 11.

      For more information about configuring drivers and profiles, see Configuring Communications Drivers and Profiles. For more information about the Siebel modules that use communications configurations, see Siebel CTI Administration Guide.

  4. To support Siebel CTI, create a communications configuration.

    You can modify an existing communications configuration, or create a new configuration and transfer data into it from an existing configuration. For more information about creating communications configurations, see Creating or Modifying a Communications Configuration.

  5. For the current configuration, specify configuration parameter values.

    For more information about specifying parameters for a communications configuration, see Siebel CTI Administration Guide.

  6. For the current configuration, associate profiles that you created for your communications driver.

    For more information, see Creating or Modifying a Communications Configuration.

  7. For the current communications configuration, specify the agents for whom the communications configuration apply:

    1. Add each agent to one or more configurations. If you add an agent to more than one configuration, then specify which configuration is primary for the agent.

    2. Configure the agents (for example, voice agents), specify which ACD queues they are to use, define ACD agent login and password, and so on.

      Note: If you are not defining ACD queues, then the previous step is not necessary.

    3. If telesets have already been defined (as in Step 8), then you can specify the telesets an agent can use.

      You do not have to associate agents with telesets that are used for hoteling, or associate agents with telesets if they do not use the voice channel. For more information about specifying agents, see Specifying Agents.

  8. For Siebel CTI (the voice channel), specify the telesets for your call center:

    1. If a teleset is used for hoteling, then specify the host name for the hoteling computer.

    2. For each teleset, specify the extension data for the teleset.

    3. For each teleset, you can specify agents that can use the teleset.

      In order to associate an agent with a teleset, you must have already added the agent to the configuration (as in Step 7). You do not have to associate agents with telesets that are used for hoteling. For more information about telesets, see Specifying Telesets. For information on configuring telesets for hoteling, see Siebel CTI Administration Guide.

  9. Specify or verify event handlers and associated event responses and event logs, and associate them with the communications configuration:

    1. Create the event logs that you specify in your event responses, and associate them with the configuration.

    2. Create the event responses that you need, optionally specifying one or more event logs for each event response, and associate the event responses with the configuration.

    3. Create the event handlers that you need, specifying an event response for each event handler, and associate the event handlers with the configuration.

      For more information about events, see Defining Communications Events.

  10. Specify or verify commands and command data definitions, and associate them with the communications configuration:

    1. Create the command data definitions that you specify in your commands, and associate them with the configuration.

    2. Create the commands that you need, specifying a command data definition for each command, and associate the commands with the configuration.

      For more information about commands, see Defining Communications Commands.

  11. Complete any other needed configuration, customization, or performance-tuning tasks for your Siebel implementation, and test the communications configurations that you are using. For example, you might modify the Online Help for your users.

After you have verified the configuration, you can put Siebel Communications Server into production.